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Lawmakers Press SSA Commissioner on Wait Times, Website Downtime and Failed Phone Contract
Summary
House Ways and Means and subcommittee members pressed Social Security Administration Commissioner Frank Buscagnano on customer-service improvements, scheduled website downtime, a failed Next Generation Telephony Project (NGTP) contract and removal of public call-metrics from the agency website.
House and Ways and Means subcommittee members pressed Social Security Administration Commissioner Frank Buscagnano on June 24 about customer service shortfalls and mismatched public metrics as the agency pursues a technology-driven modernization effort.
The hearing opened with members urging an “honest dialogue” about preserving benefits while improving service. Chairman Estes and other Republican members highlighted recent reductions in average hold times and the agency's move to expand online options. "The average speed of answering on the 800 number hit a high of 42 minutes in November of 2023. It was 16.7 minutes in April of 2025," Rep. Estes said during his opening remarks. Buscagnano said the agency is pursuing an “omnichannel” approach — field offices, phone and…
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